Verified & Latest Service-Cloud-Consultant Dump Q&As with Correct Answers
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NEW QUESTION 48
Universal Containers wants to automate case management for the web support team. When new cases come in from the website they should be routed to the support team to work in the order that they are submitted.
Which approach should a Consultant implement?
- A. Case queues
- B. Lightning Component
- C. Contact Request flow
- D. Direct Messaging
Answer: A
NEW QUESTION 49
Which two capabilities of Salesforce Knowledge ensure accurate content in Articles?
Choose 2 answers
- A. Knowledge Action to Publish an Article once the Article is approved
- B. Validation Rules for Article Types to verify all fields during creation
- C. Data Category to assign an Article Type to a Reviewer
- D. Approval Process that assigns an Article to a Reviewer Queue
Answer: B,C
NEW QUESTION 50
Business Users have requested that the salesforce administrator allow agents to view a list of cases in the console while agents work through their cases. This will allow agents to identify urgent cases that need to be worked on.
How should this be accomplished?
- A. Enable the list to be pinned in the console. This allows users to view the list alongside the case view in the console
- B. Recommend opening the case list view in a separate browser tab and use the window alongside the case view
- C. Build a customer visual force page with the list view and assign it to the console sidebar.
- D. Configure the case list under custom console components so users can view the list view along with the case view
Answer: A
NEW QUESTION 51
Which Service Cloud tool requires the least agent involvement to resolve a customer issue?
- A. Salesforce for Twitter
- B. Live Agent
- C. Open CTI
- D. Salesforce Knowledge
Answer: D
NEW QUESTION 52
What can universal containers do to reduce costs and immediately improve contact center agent productivity
choose 2
- A. Enable templates for written responses.
- B. Implement team productivity dashboards.
- C. Offer supports through Facebook and twitter.
- D. Streamline the agent interface.
Answer: A,D
NEW QUESTION 53
What should a consultant recommend to ensure chat requests contain enough information for reps to effectively respond?
- A. Configure a chat validation rule.
- B. Customize the lightning console that page.
- C. Customize the pre-chat form.
- D. Configure lightning guided engagement.
Answer: C
NEW QUESTION 54
Universal Containers has a policy that requires all email traffic to remain within its firewall. Currently, the company has 200 support agents handling email from five different time zones on its legacy system.
When implementing Salesforce, what solution should a consultant recommend for this scenario?
- A. Email-to-Case
- B. Salesforce for Outlook
- C. On-Demand Email-to-Case
- D. Web-to-Case
Answer: A
NEW QUESTION 55
Universal Container wants to measure the efficient of its Contact Center.
Which three metrics should the contact center manager analyze?
- A. Number of cases escalated
- B. Average Number of days to close cases
- C. Number of Closed cases on first call
- D. Number of open cases per day
- E. Number of new customers added
Answer: A,B,D
NEW QUESTION 56
How should a Consultant provide Suggested Article functionality to Lightning Service Console users?
- A. Add the Knowledge tab to the Console app.
- B. Create email templates with Knowledge Articles attached.
- C. Add the Knowledge Component to the Service Console.
- D. Add the Suggested Article widget to the Case page layout.
Answer: C
NEW QUESTION 57
Which statement is true regarding the Salesforce CTI adapter? Choose 3 answers
- A. Prebuilt CTI adapters for different telephony systems are available on the Force.com AppExchange
- B. It does NOT require a software install for each call center user on a Windows-based PC.
- C. It acts as an intermediary between telephony systems, the salesforce Call Center application, and
Salesforce user interface - D. It is based on the Salesforce CTI Toolkit and consists of source code, libraries, and files
- E. It is a server-based software program that controls the appearence and behavior of a Salesforce
SoftPhone
Answer: A,C,D
NEW QUESTION 58
Universal Containers wants to track customer satisfaction (CSAT). Which solution will automate the process for support agents to survey customers when cases are closed?
- A. Utilize an AppExchange package to handle customer surveys
- B. Enable the case survey object for the customer portal
- C. Create a validation rule for case survey email templates
- D. Modify the user interface settings for the case survey sidebar
Answer: A
NEW QUESTION 59
Support engineer need to see a complete chronological list of field edit to a case, associated emails, case comments, and field edit to related objects in a single view while working on a case.
How should the requirement be met?
- A. Create a custom Visualforce page
- B. Create a custom related list on the case
- C. Create a custom view on the Case tab
- D. Create a custom report
Answer: B
NEW QUESTION 60
Universal Containers needs to ensure it is staffing enough agents to answer calls at times of peak volume. In
addition, the company needs to report on the metric listed below.
* Average handle time (AHT)
* Adherence to service level agreements (SLAs)
Which data source would Universal Containers need in order to gather this information? Choose 3 answers
- A. Automatic Call Distributor (ACD)
- B. Interactive Voice Response (IVR)
- C. Workflow Management (WFM)
- D. Entitlements
- E. Chat log history
Answer: A,C
NEW QUESTION 61
A contact center manager needs to restrict who can create a FAQ Article Type within Knowledge.
What should a consultant recommend to accomplish this requirement? (Choose 2)
- A. Create a publisher profile that includes create access on the FAQ article type.
- B. Enable the Manage Articles permission for the publisher profile and assign it to users
- C. Hide the Article Management tab for users who should have read-only access to articles.
- D. Set the organization-wide default to private and create sharing rules for the FAQ article type
Answer: A,B
NEW QUESTION 62
The support manager at universal containers has noticed an increase in average case age, which is negatively
impacting customer satisfaction. To research the situation, the support manager wants to know the amount of
time that cases have spent within each status during their lifecycle.
Which reporting solution should a consultant recommend?
- A. Create a report using the Case historical trending report type
- B. Create a report using the Case snapshot report type
- C. Create a report using the Case Lifecyle report type
- D. Create a report using the Case age report type
Answer: C
NEW QUESTION 63
UC wants to implement a Knowledge management process with the following requirements: It must contain
four different kinds of content: customer FAQs, product specifications, contact center procedures, and product
manuals. It must provide the ability to filter Knowledge search results by a single product, multiple products,
or all 56 products. Any product-related content created by contact center agents must be approved by the
contact center manager and the Knowledge manager before being published. Product content should only be
visible internally to contact center agents who handle the product. How should a consultant recommend that
Knowledge be configured?
Choose 3 answers.
- A. Define approval processes for each product
- B. Define approval processes for each article type
- C. Configure article types for each kind of content
- D. Configure data category values for each product
- E. Configure workflow rules for each data category
Answer: C,D,E
NEW QUESTION 64
Universal Containers recently implement Service Cloud. The Support Manager notices that cases are being distributed unevenly across the team.
What should the consultant recommend to address this problem
- A. Configure Case Assignment Rules to use Queues.
- B. Configure Case Assignment Rules to use Users.
- C. Configure Omni-Channel Routing Model as Most Available.
- D. Configure Omni-Channel Routing Model as Least Active.
Answer: C
NEW QUESTION 65
A Service Consultant has been asked to design a solution for Service Reps to communicate with customers via
Twitter
What should the Consultant recommend implementing in the Lightning Service Console?
- A. A Twitter Macro
- B. The Case Feed
- C. A Custom Component
- D. The Social Feed
Answer: B
NEW QUESTION 66
Universal Containers needs to improve Customer Satisfaction, Average Handle Time, and First Call Resolution KPI scores across their Customer Service, Technical Support, and Field Service Contact Centers.
Which two items should a Consultant consider to improve the KPI scores? Choose 2 answers
- A. Service Console Knowledge Components
- B. Data Categories and Article Types
- C. Data Categories and Article Actions
- D. Service Console Profile Assignments
Answer: A,B
NEW QUESTION 67
What statement is true about the Salesforce Knowledge article lifecycle?
- A. Article permission sets allow agents to participate in the article publishing process
- B. Articles CANNOT be published until they are reviewed and validated by a qualified author
- C. Knowledge uses public groups as a way to assign users to specific tasks related to articles
- D. Approval process CANNOT allow publishing of articles that have specific validation statuses
Answer: A
NEW QUESTION 68
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?
- A. Computer Telephony Integration
- B. Automatic Call Distribution
- C. Order Management System
- D. Interactive Voice Response
Answer: D
NEW QUESTION 69
The Support Manager at Universal Containers has determined that there are five common case types that are
always resolved during the first call. Additionally, the support manager noticed that support agents are sending
similar emails to the customer for each case.
Which three solutions can a consultant implement to minimize the time it takes a support agent to create
emails for these cases?
- A. Enable the support setting for default email templates
- B. Implement Email-To-Case
- C. Implement Macros
- D. Enable the Support Process for default email templates
- E. Implement Quick Text
Answer: A,C,E
NEW QUESTION 70
What is a benefit of a customer community? Choose 2 answers.
- A. Enables customers to log inquires without contacting an agent
- B. Eliminates the need to track service level agreements
- C. Reduces incoming call volume
- D. Eliminates the need for support agents
Answer: A,C
NEW QUESTION 71
UC is creating an inbound customer support contact center to handle questions about using its products. What
should be considered when designing the contact center?
- A. Workforce management and customer satisfaction score
- B. Average handling time and first call resolution time
- C. Automatic call distributor and interactive voice response
- D. Agent skill-based routing and predictive dialer
Answer: C
NEW QUESTION 72
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Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam
Salesforce Certified Service cloud consultant (W19) Service-Cloud-Consultant Exam is related to Service Cloud Consultant Certification. This exam is designed for those Candidates who have experience implementing Service Cloud Solution in a Customer Facing Role. This exam measures the Candidate ability and knowledge in the design and implements Service Cloud Solution that meets customer business requirement is maintainable and scalable. Salesforce Administrator, Service Cloud Consultant and Designing Service, Cloud Consultants usually hold or pursue this certification and you can expect the same job role after completion of this certification.
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